Telstra's new guard: it's all about the customer

Stuart Corner
Friday, 08 May 2009 06:45

Opinion and Analysis

Telstra's incoming CEO and chair, David Thodey and Catherine Livingstone, weren't keen to talk about Telstra's future relationship with the government and their stance on matters regulatory at their first press conference, trying instead to keep attention focussed on what the new regime will do for Telstra's customers.

Outgoing CEO, Sol Trujillo, was also on message today addressing the Macquarie – Australian Equities Conference. He introduced his presentation by saying "I am pleased to be able to talk to you about Telstra's transformation achievements and importantly for you, the investors, remind you what transformation has built for the future of the company and how we can truly differentiate our services for customers."

And while he reviewed Telstra's progress over the last four years and looked to the future, the nearest he came to the thorny issues of relations with the government, the ACCC (once dubbed the 'rogue regulator') and the looming possibility of structural separation was to say "And whatever may be thrown our way in coming years, I am confident that the focus on our customers will always stand us in very good stead. At the end of the day, it is our customers who will make the choices that count."

Thodey was singing from the same song book. Livingstone introduced him by saying his appointment "underpins our focus on delivering superior experience for Telstra's customers. David has made it clear that his priority will be to direct his acumen and his energy to solving the problems facing our customers."

Thodey - whose opening remarks to the press conference were a refreshingly unscripted and informal contrast to the deadpan delivery of Trujillo - said: "As I have looked at the business what is so very, very critical is focussing on how we can serve our customers and all my energy will be dedicated to that end."

This he said would be the way to deliver value to shareholders. Whereas his predecessor had spent much time and energy re-assuring shareholders that Telstra management and board were doing their best to prevent the rogue regulator eroding shareholder value in Telstra.

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